The Complete Voice of the Customer (VoC) Solution for Genesys Cloud
Unlock the full potential of your Genesys Cloud platform with Feebak, the all-in-one Voice of the Customer (VoC) solution. Gather real-time feedback across every customer touchpoint, analyze sentiment with powerful AI-driven insights, and drive measurable improvements in CX. Whether it's surveys, analytics, or closed-loop feedback, Feebak seamlessly integrates with Genesys Cloud to elevate your customer experience strategy.
Product Highlights
Learn why our product stands out from the rest. Discover features that seamlessly integrate with Genesys Cloud, simplify survey creation, and automate your feedback loop.
Genesys Cloud DNA embedded
Experience a new level of integration. Our product is embedded within Genesys Cloud, providing a unified experience.
- Agents, Queues, Divisions, and Prompts are synchronized.
- Feebak Surveys are automatically published as Genesys Cloud IVR architect flows.
- Make smarter survey decisions based on caller profiles and Genesys Cloud attributes.
- Receive real-time notifications right in Genesys Cloud.
- Survey scores are updated back on Genesys Cloud interaction data.
- Genesys Cloud Gamification Integration for Agent Survey score.
No-code Omnichannel Survey Builder
Building surveys has never been easier. Our user-friendly interface empowers you to create surveys across various channels without any coding.
- Create or edit surveys quickly without the need for technical expertise.
- Publish surveys across multiple channels like voice, chat, and email with just one click.
- Customize survey flows dynamically using conditions and actions based on interactions and responses.
- Achieve higher completion rates by offering surveys in the same channel of interaction.
Closing the Feedback Loop
Take immediate actions based on customer feedback and provide 5-star experiences. Our system helps you automate identifying and acting on issues.
- Gain instant insights and act on customer feedback without delay.
- Automatically detect and identify issues to enhance your customer experience.
- Set up triggered actions, such as notifying supervisors, scheduling callbacks and updating CRM.
Improved Survey Completion Rates
Boost survey completion rates with strategic channel alignment.
- Enhance completion rates by offering surveys within the same channel of interaction.
- With Feebak, post-contact center calls, surveys are offered automatically in the same interaction.
- Utilize AI chatbot based conversational surveys in digital channels for up to a 20% increase in response rates.
Product Features
Explore the core capabilities that make our product shine. From survey management to feedback analysis, our functions are designed to simplify your workflow.
Multi-Channel Surveys
Supports multiple channels such as Inbound Voice (Agent or Agent-less), Outbound IVR, Messaging Chat, Chat Widget v2, Email, Social Messaging, WebForm, Survey Kiosks or APIs.
AI Chatbot Mode Survey
Deploy conversational surveys for digital/social messaging channels using Rich Messaging controls such as quick replies and buttons.
Personalization
Quick access to previous survey results provides the ability to personalize/prioritize incoming customer interactions.
No Code Drag & Drop Survey Builder
Build or edit surveys in minutes, NOT days, through a business-friendly interface without Architect.
Auto Survey Assignment on Agent Call Disconnect
Offer surveys on agent disconnect without the need of agent transfer.
Build Once, Deploy Across
Single survey could be deployed across different channels with the ability for unified or separate reporting with channel filters.
Customizable Webform Survey
Tailor your webform surveys with your brand’s colors, text styles, and a custom survey URL. Ensure a seamless experience that aligns with your brand identity.
Dynamic Survey Trigger
Trigger surveys based on customer/contextual info, Queue/Agent assignment, channel type, CRM Ticket Closure (API) events and more.
Personalized Dynamic Survey Flow
Next questions adapt based on context or previous responses for a tailored survey experience.
External Notifications & API Triggers
Send real-time notifications via chat groups, emails, SMS, or CRM through API integrations based on survey responses.
Detailed Dashboards & Reporting
Intuitive real-time and historical dashboards with rich filter sets, gamification mode for agent scoreboards, and BI integration APIs.
Survey Frequency Management
Prevent survey fatigue by intelligently managing feedback request frequency. Customize it based on interaction count and survey intervals.
Configurable Survey Timing
Automate survey delivery immediately or after a set delay for digital interactions, using timers to streamline feedback collection.
Dynamic API-Driven Surveys
Generate surveys linked to Genesys conversation IDs or custom reference IDs for more precise tracking and control.
Standalone Sharable Surveys
Distribute single survey links for anonymous or customer-specific feedback. Embed them in QR codes or use them in multi-use cases.
Sentiment Analysis on Feedback
Gain AI-driven insights from sentiment analysis of open-ended responses. Identify trends and key customer sentiments easily.
Customizable Survey API
Leverage Feebak’s API to build custom survey interfaces while utilizing its powerful backend for response management.
Kiosk Surveys
Set up self-refreshing surveys for feedback collection at physical locations. Ensure seamless input with an automated refresh system.
Reliable Excellence
Built on Cloud, Engineered for Resilience and Scalability
Our cloud-hosted solution offers seamless performance, backed by thorough monitoring and effortless scalability.
Data Safety and Security
Safeguarding your data is our priority. Rigorous security practices and quarterly audits to ensure your data is always protected.
Exceptional Customer Support
Experience a new level of customer care. Our top-tier support team is dedicated to assisting you, backed by an SLA.
Trusted all over the world
Monthly
3.4M+
Calls
1.2M+
Survey Assignments
294k+
Surveys Completed
Get Feebak from
Genesys AppFoundry
AppFoundry Partner
Want to know more?
Curious about how Feebak can transform your customer feedback experience? Ready to dive in and see the difference firsthand? Fill out the form, and we will get in touch with you shortly.
